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Technical Support Analyst Junior
Equifax
St. Louis, MO, United States
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Essential Duties and Responsibilities:
• Supports external and internal clients by investigating complex access, configuration, compliance, functionality issues that have been escalated from external and internal clients; troubleshoots using different production and support applications, file archives, logs, and technical team contacts to resolve reported problems. (Approx. 20%)
• Receives and professionally responds to telephone and written requests from clients, account managers, and other internal clients (initial and follow-up). (Approx. 70%)
• Documents research, client communication, and issue resolution in technical support tools. (Approx. 10%)
• Assists in support improvement efforts and training working with clients, developers, and other technical staff to achieve desired outcome. (Approx. 10%)
• Assists with other assigned tasks, as needed. (Approx. 5%)
Minimum Education and/or Experience:
• Associates/Bachelor’s degree preferably in a technical field and 3 years in a related role (i.e., technical customer service/support experience in a SaaS environment).
• Working knowledge of Windows-based applications, file structures, editors, and file transfer methods.
• Technical experience working with databases, data files, logs, configuration, and troubleshooting.
• Familiarity with project or ticketing software.
• Minimum 5 years’ experience in inbound call center
Required Competencies:
• Excellent communication skills, including grammatically correct speech and written correspondence.
• Addresses customer needs, even in difficult circumstances.
• Analyzes sensitive employer client data to resolve issues.
• Works as a team player with customers and internally with peers, adjacent teams, and management.
• Independently organizes own work and handles multiple, conflicting priorities, interpreting and applying complex information while troubleshooting successfully and professionally.
• Proficient at learning new technologies/applications quickly.
• Creative problem-solving and strong analytical skills.
• Strong organizational and project management skills.
• Comprehends and gains competency with multiple Workforce Solutions applications and services.
• Desire to keep service/application knowledge current.
• Regular and punctual attendance is a requirement of the position.
• Best in class customer service
Preferred Qualifications:
• Working knowledge of Equifax applications and services, SQL.
• 5 years of experience.
Physical Requirements or Environmental Factors (if applicable):
• Position is largely sedentary requiring a significant amount of keyboarding.
• Requires varied shift work. May need to work additional hours periodically to resolve urgent problems, provide after hour and weekend support, or perform post-promotion testing
Primary Location:USA-St. Louis-Rider Trail
Function:Function - Fulfillment / Operations
Schedule:Full time